Disappointed!

I am disappointed in FNB. There was an issue with ***** on my account. I contacted the ***** department on the 20.12.2023 and was told that the card would be canceled and I would receive a new one. To date, I have not gotten any feedback. Your agents lack empathy and do not know how to assist us. I have no idea what is going on with my account and only wanted to query why debit orders were being successfully deducted when I do not have an overdraft facility. I can understand fees for rejected debit orders but honestly I cannot understand why a debit order would be successful if there are no funds in the account. My account has always been in good standing and I have no idea what to do next, what if ***** happens again? No one can answer me and I do not even have a card but I was charged a replacement fee which I was not informed of! Like seriously I did not ask you to honor my debit orders! I did not ask for ***** to occur and I am very self-aware of cyber theft. Please explain what to do next because your online services sucks!